Overview

(1099 – Contract)

 FLEXIBILITY + WORK LIFE BALANCE + INNOVATION

Incipio Workforce Solutions (IWS) is seeking a Client Experience Manager to join our team. IWS partners with businesses in workforce alignment, applicant recruiting, employer branding, and HR services. At Incipio, our high-energy, fast-paced team partners with clients to build strong workforces using an effective and efficient method. Unlike other staffing companies or temporary staffing firms (which we are not), we support our clients throughout their employees’ journey. The journey starts with recruitment and continues by creating an attractive company atmosphere that fosters a committed and loyal team. We live to help companies grow and succeed.

Duties & Responsibilities

You belong here!

You belong here if you are a professional with proven consulting, inside sales and project management experience. The Client Experience Manager (CEM) will successfully manage existing client accounts while simultaneously seeking to increase new business development customer relationships. The ideal candidate for this role is people-driven with the ability to successfully navigate through client-sensitive pain points with a satisfactory outcome.  

A day in the life of the Client Experience Manager:

• Provide consultative direction within the client experience space on best client experience for all lanes of business.
• Manage the client experience to ensure SLAs are met and that expectations are properly managed.
• Research and resolve complex issues that arise during the client engagement life cycle.
• Evaluate and establish client experience standards and develop operating policies and procedures.
• Participate in strategic decision making along with other responsibilities as a member of the leadership team.
• Grow existing business by developing business relationships with existing clients, providing opportunities for negotiated contract work, retain sales, and generating additional sales opportunities.
• Manage all aspects of the client launch experience to ensure a successful outcome.
• Manage all client expectations including attending regularly scheduled meetings, attending training as requested, and resolving issues/concerns as they arise.
• Develop processes in the project management system that unite all service lines.
• Conduct periodic surveys, analyze results, and respond accordingly.
• Meet with key decision makers for monthly report out.
• Serves as point of contact for all service delivery-related issues.
• Set reporting cadence and monitor input.

Qualifications

Keys to success:

The successful candidate for the position will…

• Have proven consulting and inside sales-related experience.
• Have project management experience with an emphasis on meeting expectations and deadlines.
• Be people-driven with and innovative mindset with regards to offering client solutions.
• Have account management skills with the ability to pay close attention to details.
• Have working knowledge of common business communication tools (i.e. G-Suite, email, virtual meetings, calendar management, etc.).
• Have a proactive demeanor with regards to seeking solutions for clients that may not be within the current scope of work.
• Have good verbal and written communication with engage.
• Be comfortable with learning new technology.

 *This position is a 1099 Contract opportunity that offers a flexible schedule, work-life balance, and is hybrid (approximately 60% remote) with local travel to client’s sites. Approximately 30 hrs./week in the beginning; eventually building up to 40 hrs./week.